What are the responsibilities and job description for the Bilingual Spanish Customer Support Representative (Volvo Car USA) position at Percepta?
At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Bilingual Spanish Customer Support Representative (supporting Volvo Car USA) working on-site in Mahwah, NJ, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.
What You’ll Be Doing
The Bilingual Spanish Customer Support Representative provides world-class, exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle-related questions. Representing Volvo Cars USA, the representative ensures customer satisfaction through a professional, caring approach.
During a Typical Day, You’ll
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:
US-NJ-Mahwah
What You’ll Be Doing
The Bilingual Spanish Customer Support Representative provides world-class, exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle-related questions. Representing Volvo Cars USA, the representative ensures customer satisfaction through a professional, caring approach.
During a Typical Day, You’ll
- Coordinate towing and roadside assistance for Volvo car owners.
- Deliver high-quality customer support via inbound and outbound voice calls, emails, SMS, and chats
- Navigate systems efficiently to provide accurate, timely, and courteous manner
- Document and all customer interactions in the appropriate systems
- Assist customers with product-related inquiries using all available resources
- Take ownership of resolving customer issues within authority, ensuring customer satisfaction
- Escalate complex issues to Tier 2 support or management when necessary
- High School diploma required; College degree is a plus
- Bilingual in Spanish and English is required - must pass assessments, written and oral.
- A minimum of one (1) year of previous customer service call-handling experience
- Roadside dispatching or emergency response experience is preferred
- Ability to work both independently and as part of a team
- Strong decision-making skills, using logic and intuition
- Excellent organizational skills
- Excellent communication skills, both written and verbal
- Experience communicating via phone, email, text, or other written forms, adjusting style as needed
- Creative problem-solving and troubleshooting abilities
- Speed and accuracy in typing
- Starting hourly rate of $23 per hour ($21 base plus $2 bilingual premium)
- Health/Dental/Vision/Life Insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA)
- 401(k) with company match
- Vacation/Sick Time and Paid Holidays
- Tuition Reimbursement
- Employee Assistance Program
- Employee Discount Program
- Training and Development Programs (Percepta College)
- Employee Rewards Program (Perci Perks)
- The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office.
- The hours of operation are 6:00 AM to 9:00 PM, 7 days a week. Full-time hours are available.
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:
- Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
- Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
- Leave it better – We take ownership and leave every process, person, and place better than we found it.
- Win together – We succeed as one—celebrating, supporting, and showing up for each other.
- Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
US-NJ-Mahwah
Salary : $21 - $23
